FAQ Page

At Rose Lake Co., we hope to provide you with the best customer service experience! With that being said, please review our FAQs page to answer any question you may have. If you still are unable to get your question answered, please email us directly at customerservice@roselakeco.com so that we may assist you further!

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Rose Lake Co. 

GENERAL

Do you have a physical retail store?

At this time we do not have a physical store but have goals to expand more in the future!

When do you post new arrivals?

New arrivals come at different times throughout each month! The best way to stay in-the-know is to follow us on instagram @roselakecompany and sign up for our newsletter!

What are your hours of operation?
Our hours of operation are 8am-6pm Mountain Time. If you contact us outside of those hours, please wait until the following business day to receive a response. 
What time zone are you in?
We are located in Utah and run on Mountain Time.
What is a business day?
Monday, Tuesday, Wednesday, Thursday and Friday are considered business days. Excluding all Holidays that may land on the days listed above.

 

How do I care for my jewelry?

Your jewelry may eventually tarnish. This means that the color of your jewelry may darken or change. This is due to moisture, the oils on your skin and many other factors. Make sure to keep your pieces dry and away from moistures, liquids and lotions. It is also important to store your jewelry properly.


RETURNS/EXCHANGES

How do I return an item/order?

To return an item/order, please send us an email at returns@roselakeco.com and include your order number or a copy of your original invoice! We will assist you from there!

I would like to exchange something that I ordered. How can I process that?

If you have already received a shipping confirmation stating that your order has been shipped, we cannot process a return/exchange until your order is delivered. Once delivered, we can process the return and send out your new items.

I would like to return something for a refund but I no longer have the card I used to make the purchase. What should I do?

Please contact as at returns@roselakeco.com and we will be happy to assist you with your return and update your card information. 

How long do I have to make a return?

Returns must be done within 14 days of purchase. Returns received within 15-30 days can only be refunded as in-store credit.

Can I return an item that was purchased on sale?

Yes! All items are able to be returned or exchanged unless listed as a Final Sale item or giveaway item. All returns will require your order number or original purchase invoice. 

I receive a damaged item, what should I do?

Please email us at customerservice@roselakeco.com so that we can take care of you! 

My order didn't get to me within 14 days and now I am outside of the return window. Am I still able to return?

Please email us at customerservice@roselakeco.com with your original order number or invoice so that we can review your tracking information. If late delivery is confirmed, we will be happy to honor the return to your original payment method.

I chose store credit as my refund method but I lost the code, can you help?

Yes! We keep a record of any order refunded as store credit and can resend or recreate the code as needed, simply email us at customerservice@roselakeco.com.

The wrong product was sent to me, how can I get the correct one?
If you received an incorrect item, please email us at customerservice@roselakeco.com that way we can correct our mistake!
 
How long does it take for me to receive a refund?
 
Returns are processed with 5-7 business days of receipt. Refunds may take an additional 5-7 business days to be processed through your bank or card institution.

 


SHIPPING

How long does shipping take? How long will it take for me to receive my order?
Orders will be processed within 48 to 72 business hours after which you will receive a confirmation email with updated tracking information. Please allow 3 to 5 business days for package to be delivered.
I noticed the shipping address I entered when place my order is incorrect. What should I do?

If you have not yet received an email stating that your order has shipped, please email customerserivce@roselakeco.com immediately using the Subject: "URGENT ADDRESS CHANGE" and include your order number and correct shipping address in the body of the email.

If you have already received an email stating that your order has shipped please click the tracking number in the email to see what courier was used to ship the package. Then please call your local office of said courier, give them your tracking number and let them know the correct address of where you would like the package delivered.

Does Rose Lake Co. ship internationally?
We do not currently ship internationally or to Canada. We only provide domestic shipping (US) but hope to add international shipping soon!
What if my package says delivered but I can't find it?
For missing packages please contact your local post office with your tracking number. Rose Lake Co. is not responsible for any lost merchandise, however you may reach out to customerservice@roselakeco.com and we will do everything possible to assist you with the recovery of your lost package.

 


YOUR ORDER

I placed my order but didn't receive an order confirmation email. What should I do?
First please add orders@roselakeco.com to your email address book and check your spam/junk folder for the confirmation email. If you still don't see the order confirmation, the email address entered at checkout may have been entered incorrectly. Please email us at orders@roselakeco.com and tell us the email address where you would like the order confirmation sent and we will check and see if for some reason the order didn't go through or if the email address was simply entered incorrectly at checkout.
I received a damaged item, what should I do?
Claims for damaged or faulty items must be reported within 14 days of receiving your items to ensure proper credit. If you notice any damage or defect please email us customerserivce@roselakeco.com so that we can get you taken care of. 
My product broke after a few days of use. Can I receive a new one?
Due to the fact that we can't verify the care of your item once delivered to you, we cannot promise that your item will be eligible for refund. Please email us at customerservice@roselakeco.com.
 

CONCERNS

Have a concern?

Please email us at customerservice@roselakeco.com and we will be happy to address your concerns.

My package was stolen, what should I do?

For missing packages please contact your local post office with your tracking number. Rose Lake Co. is not responsible for any lost merchandise, however you may reach out to customerservice@roselakeco.com and we will do everything possible to assist you with the recovery of your lost package. If you are able to confirm that your package was in fact stolen, we recommend contacting your local authorities immediately. Rose Lake Co. is not responsible for stolen packages.

 


COLLABORATIONS

How do I collaborate with you? Do you ever collaborate with bloggers or influencers on instagram?
YES! We love working with YOU! Please email us at Collabs@roselakeco.com and let us know you are interested in collaboration. We will respond and let you know if we currently have any open opportunities.